'Whatever Happens' cover on a 'Frost-free' fridge freezer

halfajack

I have reached a bit of an impasse in my dealings with Team Knowhow who I've been paying for cover on my Hotpoint frost-free fridge freezer since I bought it around eight years ago from Curry's. I meant to cancel every so often but never got around to it and, as the fridge got older, I figured that I might as well keep paying as it may well pack in soon and I'd be sorted with the cover.

The refrigerator section stopped cooling altogether a few weeks ago so I phoned them and they arranged an engineer callout over a week later. My first issue was that the policy stated that the appliance would be repaired or replaced within seven days. The call handler explained this was from the first engineer visit, which I accepted.

Of course, the window of potential arrival was fairly large and we had to ask my father-in-law to wait in for us. I was very frustrated to come home and be told that the engineer advised we should defrost the freezer and call again if the problem persisted. I emailed them to explain my dissatisfaction as this appliance was specifically chosen for begin 'frost-free' and indeed the manual had no instructions in the troubleshooting, or any, section about defrosting and even included the line 'making defrosting a thing of the past.' There is no sign of frost on the surfaces. I explained all this and the reply just said to phone for another engineer callout. I replied to say I did not want to arrange this unless I knew the same thing would happen again. The reply to that just offered to arrange a callout...again to identify 'whether there is a fault'. I then replied asking them to confirm whether the fridge would be replaced or repaired during that visit and that we wouldn't be told to defrost it, saying that if a frost-free freezer needs defrosted then we already know there is a fault. I said another option would be for them to refund the cover paid to date.

The next reply from them confirmed there is a fault with the appliance but that they could not confirm what action would be taken out of my options. They said a refund of cover paid to date would not be possible and that they recommend frost-free fridges should be defrosted from time to time. I contacted Hotpoint regarding this and they disagreed and are looking into it further for me.

As this has worn on I do wonder if I should give in but I feel I'm right in principle. Any ideas about my rights here? Ultimately, I don't want to be lumbered with this eight-year old appliance which I've essentially paid for twice now. :-)

JJ_Egan

Depends upon the terms and conditions of your extra cover you bought .

the_lunatic_is_in_my_head

https://www.buyspares.co.uk/how-to-defrost-a-frost-free-fridge-freezer/advice-centre.pl?article=523

All fridge and freezers will produce icing but on frost-free this icing is on an evaporator (a type of radiator) which is behind an insulated panel usually at the back or top of the cavity.

This evaporator is cooled by gasses as they are pumped through the appliance and air is blown by a fan past the cold evaporator then around the freezer.

As soon as air passes this radiator any moisture will stick to it the same way as moisture from a room will condense on a cold window in winter. After a period of time the build up of ice would prevent the air from passing this evaporator causing the freezer to defrost so it is important for the ice to be cleared.

In a working frost-free freezer this is achieved by the timer circuit turning off the compressor (after 16 hour of running typically) and turning on a heater attached to the evaporator to melt and clear the ice. As soon as the machine recognises the ice has cleared (by seeing the warmth of the evaporator), then the compressor starts again and the cycle repeats.

The water generated by the melting ice drains through to the back of the appliance where heat from the compressor will evaporate the water away.

On occasions the ice may not completely clear and this can prevent the air circulation, as a first check a full defrost may correct this problem but if it continually reoccurs then it may be due to a fault.

Just the first thing I found on Google. Give it a defrost and if the problem persists go back to them or agree the second visit but be home yourself to talk with the engineer.

greyteam1959

That's why I never ever pay for warranties.
What a bl**dy hassle for you.

zoob

the_lunatic_is_in_my_head wrote: »

On occasions the ice may not completely clear and this can prevent the air circulation, as a first check a full defrost may correct this problem but if it continually reoccurs then it may be due to a fault.

Just the first thing I found on Google. Give it a defrost and if the problem persists go back to them or agree the second visit but be home yourself to talk with the engineer.

Very well explained Lunatic

Just one thing to add, sometimes if the freezer door has being accidentally left open or not sealing properly extra ice builds up very quickly with the continues air changes and the timed defrost won’t remove all the extra ice and then stops cooling
In this case the units not faulty it just needs a through manual defrost and hopefully it’s works fine from there

halfajack

JJ_Egan wrote: »

Depends upon the terms and conditions of your extra cover you bought .

Thanks JJ. The terms and conditions don't say anything specifically about fridge freezers and just refer generally to appliances.

halfajack

the_lunatic_is_in_my_head wrote: »

https://www.buyspares.co.uk/how-to-defrost-a-frost-free-fridge-freezer/advice-centre.pl?article=523

All fridge and freezers will produce icing but on frost-free this icing is on an evaporator (a type of radiator) which is behind an insulated panel usually at the back or top of the cavity.

This evaporator is cooled by gasses as they are pumped through the appliance and air is blown by a fan past the cold evaporator then around the freezer.

As soon as air passes this radiator any moisture will stick to it the same way as moisture from a room will condense on a cold window in winter. After a period of time the build up of ice would prevent the air from passing this evaporator causing the freezer to defrost so it is important for the ice to be cleared.

In a working frost-free freezer this is achieved by the timer circuit turning off the compressor (after 16 hour of running typically) and turning on a heater attached to the evaporator to melt and clear the ice. As soon as the machine recognises the ice has cleared (by seeing the warmth of the evaporator), then the compressor starts again and the cycle repeats.

The water generated by the melting ice drains through to the back of the appliance where heat from the compressor will evaporate the water away.

On occasions the ice may not completely clear and this can prevent the air circulation, as a first check a full defrost may correct this problem but if it continually reoccurs then it may be due to a fault.

Just the first thing I found on Google. Give it a defrost and if the problem persists go back to them or agree the second visit but be home yourself to talk with the engineer.

Thanks lunatic! I did find that on google too but I'm being stubborn and maintaining with them that I shouldn't have to defrost it. Perhaps I'm being ridiculous and indeed I am on the verge of giving up and just defrosting it. :-)

halfajack

zoob wrote: »

Very well explained Lunatic

Just one thing to add, sometimes if the freezer door has being accidentally left open or not sealing properly extra ice builds up very quickly with the continues air changes and the timed defrost won’t remove all the extra ice and then stops cooling
In this case the units not faulty it just needs a through manual defrost and hopefully it’s works fine from there

Thanks zoob. A Team KnowHow handler has already acknowledged there must be a fault with it but say I need to defrost it first. Ultimately I just want a new fridge freezer and am wondering if persisting is going to get me it! Probably not.